04 апреля 2024

Review of Applications of the Individuals and Legal Entities

in the Agency for regulation and development of the financial market of the Republic of Kazakhstan and Results of Consideration

there of in the 1 Quarter of 2024

Document	Total number of applications received	Applications considered, including those put forward from previous reporting period	Including			Under consideration
			Sustained, explanation provided	Rejected and terminated	re-directed to another organizations
Applications of individuals and Applications of legal entities	30743	27860	23190	3745	925	6380

 

04 апреля 2024

RECEPTION SCHEDULE

by the management of the Agency of the Republic of Kazakhstan for Regulation and Development

of the Financial Market of Individuals and Representatives of Legal Entities for the In the first quarter of 2024

Full name of the Agency's management

Position

Reception day

Time of the personal reception

ABYLKASYMOVA                Madina Yerasylovna	Chairman of the Agency	25th of April, 2024 May, 23rd, 2024 June 20th, 2024	from 15:00 to 17:00 from 15:00 to 17:00 from 15:00 to 17:00
ABDRAKHMANOV               Nurlan Almasovich	First Deputy Chairman of the Agency	April 11, 2024 16th of May, 2024 June 13th, 2024	from 15:00 to 17:00 from 10:00 to 12:00 from 10:00 to 12:00
KIZATOV                       Olzhas Tolegenovich	Deputy Chairman of the Agency	April 18th, 2024 May 30th, 2024 June 27th, 2024	from 10:00 to 12:00 from 10:00 to 12:00 from 10:00 to 12:00
HADJIEVA                 Maria Jamalovna	Deputy Chairman of the Agency	April 04, 2024 May 02, 2024 June 06, 2024	from 10:00 to 12:00 from 10:00 to 12:00 from 15:00 to 17:00
ISMAGULOVA                     Zhazira Zhomartovna	Head of the Agency's Staff	First Friday of every month	from 11:00 to 12:00

 

30 января 2024

January	February	March
April	May	June
July	August	September
October	November	December

11 января 2024

RECEPTION SCHEDULE

by the management of the Agency of the Republic of Kazakhstan for Regulation and Development

of the Financial Market of Individuals and Representatives of Legal Entities for the In the first quarter of 2024

Full name of the Agency's management

Position

Reception day

Time of the personal reception

ABYLKASYMOVA                Madina Yerasylovna	Chairman of the Agency	January 25, 2024 February 22, 2024 Martha 28, 2024	from 15:00 to 17:00 from 15:00 to 17:00 from 10:00 to 12:00
ABDRAKHMANOV               Nurlan Almasovich	First Deputy Chairman of the Agency	January 11, 2024 February 08, 2024 February 29, 2024 Martha 14, 2024	from 15:00 to 17:00 from 15:00 to 17:00 from 10:00 to 12:00 from 10:00 to 12:00
KIZATOV                       Olzhas Tolegenovich	Deputy Chairman of the Agency	January 18, 2024 February 15, 2024	from 10:00 to 12:00 from 10:00 to 12:00
HADJIEVA                 Maria Jamalovna	Deputy Chairman of the Agency	January 04, 2024 February 01, 2024 Martha 07, 2024	from 10:00 to 12:00 from 10:00 to 12:00 from 15:00 to 17:00
ISMAGULOVA                     Zhazira Zhomartovna	Head of the Agency's Staff	First Friday of every month	from 11:00 to 12:00

 

19 сентября 2023

RECEPTION SCHEDULE

by the management of the Agency of the Republic of Kazakhstan for Regulation and Development

of the Financial Market of Individuals and Representatives of Legal Entities for the fourth quarter of 2023

Full name of the Agency's management

Position

Reception day

Time of the personal reception

ABYLKASYMOVA                Madina Yerasylovna	Chairman of the Agency	October 27, 2023 November 24, 2023 December 22, 2023	from 10:00 to 12:00 from 10:00 to 12:00 from 10:00 to 12:00
ABDRAKHMANOV               Nurlan Almasovich	First Deputy Chairman of the Agency	October 6, 2023 November 10, 2023 December 1, 2023 December 15, 2023	from 15:00 to 17:00 from 10:00 to 12:00 from 15:00 to 17:00 from 15:00 to 17:00
KIZATOV                       Olzhas Tolegenovich	Deputy Chairman of the Agency	October 13, 2023 November 17, 2023 December 29, 2023	from 10:00 to 12:00 from 15:00 to 17:00 from 15:00 to 17:00
HADJIEVA                 Maria Jamalovna	Deputy Chairman of the Agency	October 20, 2023 November 3, 2023 December 8, 2023	from 15:00 to 17:00 from 15:00 to 17:00 from 10:00 to 12:00
ISMAGULOVA                     Zhazira Zhomartovna	Head of the Agency's Staff	Every first thursday of the month	from 11:00 to 12:00

 

Regulation and development of the financial market

18 сентября 2023

Akmayev Dmitriy Igorevich 

8(727)237-13-18

Email address: Dmitriy.Akmayev@finreg.kz

11 апреля 2023

Review of Applications of the Individuals and Legal Entities

in the Agency for regulation and development of the financial market of the Republic of Kazakhstan and Results of Consideration

there of in the 1 Quarter of 2023

Document	Total number of applications received	Applications considered, including those put forward from previous reporting period	Including			Under consideration
			Sustained, explanation provided	Rejected and terminated	re-directed to another organizations
Applications of individuals	18671	19662	16323	3141	198	2513
Applications of legal entities	750	760	670	69	21	130
Total:	19427	20422	16993	3210	219	2643

 

Review of Applications of the Individuals and Legal Entities

in the Agency for regulation and development of the financial market of the Republic of Kazakhstan and Results of Consideration

there of in the 2 Quarter of 2023

Document	Total number of applications received	Applications considered, including those put forward from previous reporting period	Including			Under consideration
			Sustained, explanation provided	Rejected and terminated	re-directed to another organizations
Applications of individuals	14938	17451	15452	1849	150	2617
Applications of legal entities	932	1169	1101	53	15	237
Total:	15870	18620	16553	1902	165	2643

 

Review of Applications of the Individuals and Legal Entities

in the Agency for regulation and development of the financial market of the Republic of Kazakhstan and Results of Consideration

there of in the 3 Quarter of 2023

Document	Total number of applications received	Applications considered, including those put forward from previous reporting period	Including			Under consideration
			Sustained, explanation provided	Rejected and terminated	re-directed to another organizations
Applications of individuals	13407	16024	14404	1331	289	2197
Applications of legal entities	979	1216	1117	86	13	230
Total:	14386	17240	15521	1417	302	2427

 

Review of Applications of the Individuals and Legal Entities

in the Agency for regulation and development of the financial market of the Republic of Kazakhstan and Results of Consideration

there of in the 4 Quarter of 2023

Document	Total number of applications received	Applications considered, including those put forward from previous reporting period	Including			Under consideration
			Sustained, explanation provided	Rejected and terminated	re-directed to another organizations
Appeals from individuals and of legal entities	21134	23561	18838	4377	346	4532

25 января 2023

January	February	March
April	May	June
July	August	September
October	November	December

31 октября 2022

Procedure for personal reception

of individuals and representatives of legal entities

in the Agency of the Republic of Kazakhstan

for Regulation and Development of Financial Market

 

1.General provisions

1. The procedure for organizing personal reception of individuals and representatives of legal Entities in the Agency of the Republic of Kazakhstan for Regulation and Development of the Financial Market (hereinafter – the Procedure) has been developed in accordance with the Administrative Procedural Code of the Republic of Kazakhstan (hereinafter - the Code) and regulates the procedures for organizing and implementing the reception of individuals and representatives of legal entities in the Agency of the Republic of Kazakhstan for Regulation and the development of the financial market (hereinafter – the Agency).
2. Personal reception of individuals and representatives of legal entities (hereinafter referred to as personal reception) is carried out by the Chairman of the Agency, his deputies and the Head of the Agency's Staff on the days and hours specified in the schedule of personal reception of individuals and representatives of legal entities (hereinafter referred to as the Schedule of personal reception).
3. The schedule of personal reception by the Chairman of the Agency, his deputies and the Head of the Agency's Staff is drawn up by the Agency's activity support unit (hereinafter referred to as the authorized unit) for each calendar year no later than the 5th (fifth) day of the first month of the year, coordinated with the Agency's Deputy Chairmen, the Head of the Agency's Staff and approved by the Agency's Chairman or a person acting as his/her duties.
4. The schedule of personal reception with the indication of the surname, first name and patronymic of the officials conducting the personal reception, the day of the week and the time of reception is posted in the Agency building in Kazakh and Russian in places accessible to the public, as well as on the Agency's official Internet resource.

2.The procedure for organizing an appointment for a personal appointment

5. Personal reception is carried out by appointment with the indication of the surname, first name and patronymic (if any) of the person applying for a personal reception (hereinafter referred to as the applicant), phone number, locality from which the applicant applied, questions to which the applicant wishes to receive an answer.
6. Pre-registration for a personal appointment is conducted daily, on working days, and ends 3 (three) days before the start of the formation of the list of persons who will be invited to a personal reception.
7. A personal reception is held on the specified days and hours brought to the attention of the applicant. The date and time of the personal reception is reported to the applicant by telephone at the phone number indicated by him.

If the applicant applies from another locality, the date and time of the personal reception is reported 3 (three) working days before the date of the personal reception.

8. If the applicant fails to appear at the time and date set for him, a second preliminary appointment for a personal appointment is carried out only upon the applicant's repeated request and is made in accordance with paragraph 5 of the Procedure.
9. Arrangements for the organization and conduct of a personal reception at the Agency are carried out by an authorized unit.
10. There is no appointment with the Chairman of the Agency:

1) a person previously accepted by the Chairman of the Agency on the issue that is the subject of the applicant's request for a second personal appointment;

2) the person who previously received the Agency's response signed by the Chairman of the Agency or the person performing his duties to the appeal on the issue that is the subject of the applicant's application for a personal appointment;

3) on issues that are not within the competence of the Agency.

11. There is no appointment with the Deputy Chairmen of the Agency and the Head of the Agency's Staff:

1) a person previously accepted by the Chairman of the Agency, his deputy or the head of the Agency's Staff on the issue that is the subject of the applicant's request for a second personal appointment;

2) the person who previously received the Agency's response signed by the Chairman of the Agency or the person performing his duties to the appeal on the issue that is the subject of the applicant's application for a personal appointment;

3) on issues that are not within the competence of the Agency.

12. If it is necessary to prepare information after the end of the preliminary appointment, the authorized unit, based on the subject (questions) of the applicant's application for a personal appointment, sends the applicant's question (questions) to the Agency's divisions.
13. The heads of the Agency's interested departments prepare information (answers) on the applicants' questions, with the attachment of materials, correspondence and other necessary documents (if available), which is submitted to the official conducting the personal reception no later than 2 (two) working days before the date of the reception.

The interested department, if necessary, ensures the participation of representatives of financial (non-financial) organizations at a personal reception in order to make an optimal decision on the applicants' issues.

14. Applicants are accepted in the order of priority by appointment, carried out in accordance with paragraph 6 of the Procedure.

Participants of the Great domestic war, awarded to persons, persons with disability, persons awarded with the order "Altyn Kyran", the names "Halyk kaharmany", "Yenbek Yeri of Kazakhstan", which are taken during the visit, according to the schedule of the personal order, are included in the list.

15. Personal reception is carried out on the basis of the identity document submitted by the applicant, and when other persons apply on behalf of the applicant – a document confirming the authority to represent the interests of the applicant (power of attorney).
16. If it is impossible to conduct a personal reception by the Chairman of the Agency, the Deputy Chairmen of the Agency or the head of the Agency Staff due to temporary disability, being on a business trip, work leave or other cases, the date of the personal reception is postponed, with the notification of the applicant, to another date that allows for a personal reception. At the same time, the persons carrying out the reception notify the authorized unit of the need to transfer it.

In case of absence of the Chairman of the Agency, the applicant, who is registered for a personal appointment with the Chairman of the Agency, may be accepted, at his request, by one of the Deputy Chairmen of the Agency, whose competence includes resolving the issue that is the subject of an appointment for a personal appointment.

3. The procedure for conducting a personal reception by the Chairman of the Agency, his deputies and the Head of the Agency's Staff

17. The Chairman of the Agency, his deputies and the Head of the Agency's Staff hold a personal reception at least 1 (one) time per month according to the approved schedule. A personal reception can be held online. Admission is carried out in the state and Russian languages, at the request of the applicant.
18. The Chairman of the Agency conducts a personal reception:

1) if the applicant does not agree with the Agency's written response signed by the Deputy Chairman of the Agency, the Head of the Agency's Staff, as well as the heads of the Agency's divisions on the refusal to satisfy his appeal;

2) on complaints about decisions and actions (inaction) of heads of Agency departments;

3) on other issues within the competence of the Agency.

19. The Deputy Chairmen of the Agency and the Head of the Agency's Staff hold a personal reception:

1) if the applicant does not agree with the Agency's written response signed by the heads of the Agency's divisions on the refusal to satisfy his appeal;

2) on complaints about decisions and actions (inaction) of heads of Agency departments;

3) по иным вопросам, входящим в компетенцию Агентства.

20. During the personal reception held by the Chairman of the Agency, his deputies and the Head of the Agency's Staff, the heads of the Agency's interested departments are also present (depending on the content of the issues considered at the personal reception) and the legal department (when conducting a personal reception by the Chairman of the Agency). At personal reception of foreign citizens and stateless persons, if necessary, an interpreter from an authorized unit may be involved. Also, interpreters from foreign citizens and stateless persons are allowed to participate in a personal reception, if necessary.
21. On the day of the personal reception by the Chairman of the Agency, his deputies and the Head of the Agency's Staff, the authorized unit provides applicants with access to the Agency building in accordance with the Agency's legal act regulating the procedure for organizing access control in the Agency's administrative building.

4.Accounting, registration and consideration of applications received from the personal reception of applicants

The results of the personal reception are recorded by the responsible employee of the concerned department, indicating the specific deadlines for the execution of orders and registration in the electronic document management system. If several interested departments of the Agency were present at the reception, the protocol is drawn up by the interested department, whose competence includes most of the issues considered at the personal reception.

The protocol of the personal reception is signed by the official who carried out the personal reception, as well as the head(s) of the interested (interested) unit(s).

The interested subdivision responsible for the execution of the order specified in the protocol of personal reception, no later than the day of the execution of the order, informs the official who carried out the personal reception and the authorized subdivision of information on the execution of the orders specified in the protocol.

The protocol of the personal reception within 1 (one) working day from the date of the personal reception is posted by the interested department in the electronic document management system by registering an electronic registration control card (hereinafter referred to as ERKK) with a mark "Personal reception". Protocol instructions are attached in the form of related documents to the appeals.

Control over the timeliness of posting the personal reception protocol is carried out by the authorized department.

23. In the RCC, the relevant details are filled in, document files are attached (if available) and a corresponding record of the oral response received by the applicant is affixed.
24. If the appeal cannot be resolved by an official during the reception, it is stated in writing and it is handled as a written appeal.

The authorized unit performs its registration in the electronic document management system in accordance with the procedure established for registration of appeals of individuals and (or) legal entities.

25. Registration of appeals and control of the terms of consideration of appeals received from a personal reception is carried out by an authorized department of the Agency.
26. Based on the results of consideration of the application received from a personal reception, the applicant is given a reasoned written response prepared by the interested department, in accordance with the procedure and deadlines established by the Code.
27. The basis for the removal from control of a written appeal received from a personal reception is a signed reasoned response to the applicant.

The basis for removing an oral appeal from control is the explanation of the official presented to the applicant at a personal reception.

Financial Services Consumers’ Rights Protection

26 октября 2022

The public advisory bureau of the Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan carries out the following activities:

 

- Reception of citizens, representatives of legal entities, individual entrepreneurs related to financial services issues;

 

- Providing  consultation to citizens concerning the financial services consumers’ rights protection and clarifying the regulations of current legislation in banking, insurance and pension sectors, as well as in the field of the securities market;

- Organizing and conducting meetings of insolvent borrowers with representatives of second-tier banks, organizations carrying out certain types of banking operations and in some cases together with representatives of public associations meetings;

 

- Acceptance of citizens' requests and ensuring their further consideration on the merits in accordance with the Law of the Republic of Kazakhstan “On  procedure for considering applications from individuals and legal entities”.

 

The public advisory bureau`s address of the Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan is:  Almaty, microdistrict Koktem-3, house 21, 2 entrance

Telephone for information: 8 (727) 2 788-104

Opening hours: The public reception bureau is open daily from 10:00 to 17:00 (break time from 13:00 to 14:30)

No prior appointment required.

Additionally, you can contact the following phone contacts on issues of financial services consumers’ rights protection and concerning the program for the refinancing of house mortgages/ loans:

Position	Full name	Contacts
Director of the Department of Financial Services Consumers’ Rights Protection	Aleksandr Terentyev	8 (727) 2 788 008 8 701 111 04 71 tal@finreg.kz
Deputy Director of the Department of Financial Services Consumers’ Rights Protection	Kaliyeva Кseniya	8 (727) 2 788 087 kseniya.kaliyeva@finreg.kz	On issues of financial services consumers’ rights protection
​Head of the Division of the Development of Financial Services Consumers’ Rights Protection	Khusnutdinova Menisa	8 (727) 2 788 024 menissa.khusnutdinova@finreg.kz	On issues of refinancing of house mortgages/loans
Head of the Division of Financial Literacy Improvement	Yntykbayeva Saule	+7 (727) 2788 121 +7 777 701 15 60 fingramota@finreg.kz	On projects related to the improvement of financial literacy